Urgent Ticket Support

Customer support tickets are assigned an urgency level when triaged based on their level of business impact for our customers. This urgency level helps us determine priorities for addressing issues that our customers face. We have a 24/7 on-call support system to help address truly urgent issues as quickly as possible.

What is considered "urgent"?

The issue qualifies as "urgent" if the Athos Search & Product Discovery console is not functioning or if there is a major malfunction resulting in an inoperative condition of Athos on the client's site.

Urgent issues include:

• All products missing from a Athos-powered Product Listing Page (PLP)
• Multiple category pages are not returning results
• All products are misrepresenting critical details (incorrect images, names, or pricing)
• Inability to navigate to the Product Detail Page (PDP) from Athos-powered results
• Indexing failures
• The console's being unavailable or non-functional

Submitting an urgent ticket

In order to utilize the 24/7 on-call support engineer for urgent situations, our customers can submit an urgent ticket by following these steps:

1. Visit https://support-search.athoscommerce.com/hc.
2. Log in, if needed.
3. Click the "Submit a Request" button in the upper right-hand corner of the page.

4. Fill out the relevant sections of the form.
5. Provide as much helpful information as possible, including a description of the issue, links to pages where this issue can be viewed, and screenshots or recordings, if applicable.
6. Be sure to include the word "Urgent" in the Subject line in order to trigger the on-call support system and notify the on-call support engineer.
7. Click "Submit".

A client who submits an "urgent" ticket can expect a response from our on-call engineer in 30 minutes or less.